Making a Complaint

Complaints

 

If you wish to raise a concern or a complaint please ask to speak to the Practice Manager or Operations Manager on 01260 272331 or in writing, if you wish. Your complaint will be acknowledged within 3 working days and you will receive a response within 25 working days or the timescale agreed with you.  Alternatively, you can contact NHS England – see their details below.

It may be possible to arrange a conciliation / mediation meeting to discuss your complaint.  This can happen before and / or after an investigation has been undertaken.  Sometimes a meeting is useful in resolving a complaint.

Please call us to discuss your options.

Please note you should not make a complaint to the practice and directly to NHS England regarding the same matter.

Can I get help with making my complaint?

Yes, contact NHS England, details are below, and they will be able to advise you.  For more information, go to their site here

What if I am still unhappy?
 
If you are unhappy with the response to your formal complaint you can consider taking your complaint to the Ombudsman.   You can do this after all attempts for a local resolution have been exhausted.
You should do this within 12 months of the date of the letter telling you about the outcome of your complaint.  You have the right to ask the Ombudsman to review your case.  The Ombudsman promotes improvements in healthcare by assessing the performance of NHS organisations.  Their contact details are :
 
Health Service Ombudsman
Website: www.ombudsman.org.uk
Telephone 0345 015 4033